Returns &
Exchange Policy

If you purchased a brand-new, unworn item, you may request a return within 15 calendar days after the confirmed delivery date, provided all of the following conditions are met:

• The item is in its original, unworn, and unwashed condition.
• All original tags are still attached.
• The item has not been altered, tailored, or personalised.
• The item is in its original packaging where applicable.
• The item is not listed as a Final Sale, clearance, or non-returnable item.

Once the return is received, inspected and approved, Ruyte normally submits an authorized monetary refund to the original payment method within 5 business days. The payment provider and card issuer may then take an additional 5–15 business days to display it. Refunds are submitted in the original settlement currency; bank exchange rates or fees may change the displayed local amount.

Before purchasing a pre-loved item, please read the condition disclosure on the product page carefully. All condition grades — Excellent, Very Good, Good, and Fair — are described and disclosed. By placing an order for a pre-loved item, you confirm you have reviewed the condition disclosure and accept the item in that condition.

Regardless of whether an item was listed as new or pre-loved, no returns are accepted once an item has been worn, washed, altered, or had its tags removed. Attempting to return a worn item is a breach of these terms and may result in account suspension.

Items returned in a worn or washed condition will be returned to you at your cost and no refund will be issued.

If you receive an item that is materially different from what you ordered, or an item that arrives significantly damaged (not due to transit handling disclosed at purchase), you may submit a claim for investigation. All of the following apply:

• Inspect your item at the time of delivery.
• Submit your dispute within 5 calendar days of the confirmed delivery date.
• Email info@ruyte.com with your order number, clear photos of the item received, and a description of the issue.
• Ruyte will review your dispute and respond within 2 business days.
• If a return is authorized, follow the provided address and shipping instructions. The customer initially pays return shipping unless Ruyte confirms otherwise in writing.
• If the claim is approved, Ruyte provides the remedy required by the order terms and applicable law. Reasonable return shipping may be reimbursed where required.

• Pre-loved / used items (except wrong or damaged item exception above)
• Items marked "Final Sale" or "Clearance" at the time of purchase
• Personalised, custom-made, or altered items
• Opened beauty, fragrance, or personal care products
• Intimate apparel and swimwear (for hygiene reasons)
• Items that have been worn, washed, or had tags removed
• Digital items or gift cards
• Cross-border change-of-mind returns (listing-problem claims and mandatory rights remain available)

• Canada (Ontario): Ontario Consumer Protection Act 2002 — rights for misrepresentation, non-delivery, and defective goods.
• EU: 14-day withdrawal right and 2-year statutory warranty on goods.
• UK: Consumer Rights Act 2015 — 30-day right to reject faulty goods, 6-month repair/replace right.
• Pakistan: Competition Act 2010 and applicable consumer protection legislation.

If you have a statutory right that is broader than what this policy provides, your statutory right prevails.

1. 1. Go to My Account → My Orders and select the relevant order.
2. 2. Click "Request a return" and select the items you wish to return.
3. 3. Choose a return reason and upload photos if prompted.
4. 4. Submit your request — you will receive a confirmation email.
5. 5. Ruyte will review your request and respond within 2 business days.
6. 6. If approved, follow the instructions in the approval email. You initially pay the authorized return shipping unless Ruyte confirms otherwise in writing; reimbursement may form part of an approved remedy where required.
7. 7. Once we receive and inspect your return, your refund will be processed within 1–2 business days.

If your item is not eligible for return, Ruyte offers a resale programme. You can list your item through your account, drop it off at a partner location, and receive store credit when it sells.